Junior Support Specialist - McKinsey Solutions


  • Advanced student of Computer Science, Business Administration, Engineering or related fields
  • Proven business experience in an IT Support function with a multinational and / or IT enabled services organization
  • Strong command of English language
  • Knowledge of any third language is considered a plus
  • Basic knowledge in VBA is considered a plus
  • Basic knowledge in MS Excel (including functions, pivot tables, data import)
  • Excellent interpersonal and communication skills
  • Strong problem solving and troubleshooting skills
  • Distinct quality mindset and service attitude
  • Ability to work under pressure and against tight deadlines
  • Flexibility to work in shifts, weekends and holidays.
  • Strong team spirit with the ability to work both independently and in virtual team settings

Who You'll Work With

You'll work in our San Jose office in Costa Rica, as part of CTO, which is part of McKinsey Solutions and McKinsey's New Ventures.

CTO is part of McKinsey Solutions and McKinsey's New Ventures. Our CTO service has a global scope and is provided on a 247 basis out of the three locations in India, Costa Rica and the Czech Republic. Due to the global scope of the operations, all communication is in English, both for the application interfaces as well as for customer and team interactions. Being a 247 support team, the Junior Support Specialist will be required to work in shifts and on holidays. These shifts may require that coverage be provided on weekends on a rotational basis. In all cases, the candidate will need to work for up to 40 hours a week.

New Ventures fosters innovation driven by analytics, design thinking, mobile and social by developing new products/services and integrating them into our client work. It is helping to shift our model toward asset-based consulting and is a foundation for –and expands our investment in –our entrepreneurial culture. Through innovative software as a service solutions, strategic acquisitions, and a vibrant ecosystem of alliances, we are redefining what it means to work with McKinsey.

As one of the fastest-growing parts of our firm, New Ventures has more than 1,000 dedicated professionals (including more than 800 analysts and data scientists) and we're hiring more mathematicians, data scientists, designers, software engineers, product managers, client development managers and general managers.

What You'll Do

You will provide application support to McKinsey consultants and external clients.

As such you will also be responsible for technical and functional troubleshooting of McKinsey Solutions applications. Furthermore, you will assist in access provisioning, user management and ticket management. You are expected to deliver high quality IT support in a client-first oriented work environment by providing the best possible service and experience for the customer, while also applying the necessary attention to detail throughout the troubleshooting process, communicates effectively with all parties involved and manages time efficiently in a fast-paced environment.

You will troubleshoot and resolve technical and functional issues involving McKinsey Solutions for McKinsey users and clients via email and over the phone while adhering to internal processes and McKinsey quality standards. Additionally, you will need to Investigate problems and identify solutions in an efficient, creative and timely manner by utilizing available search tools, synthesizing information coming from different sources and providing the best possible answer to McKinsey clients. You will be responsible of escalating, second/third level technical issues to the appropriate teams and follow-up on the results. Your contribution to the improvement of the service line by identifying strategies to help reduce/resolve occurrence of issues is also a key responsibility in the role.

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